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How to show your team you actually appreciate them

Brands always will tout how important their Customers are to them.  Sometimes it’s trite hyperbole, and sometimes it’s a sick joke.  There are definitely different levels of no-kidding on-the-ground real-world ardor for Customers from one brand or another, but there never seems to be a lack of brands telling the world how much they love [...]

By |2026-09-22T14:47:25+00:00September 22nd, 2026|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership, VoC|Comments Off on How to show your team you actually appreciate them

Is politeness harming your CX?

I have a theory:  Politeness is killing CX these days. Now, no, of course, I don’t mean your politeness as a brand and that of your front-line team members to your Customers.  By all means, keep that up! I mean that, as a society, our politeness is keeping us from delivering and receiving better Customer [...]

By |2026-09-09T11:48:18+00:00September 9th, 2026|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on Is politeness harming your CX?
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